Customer Support in Massively Multiplayer Online Games

Terri L. Perkins Secrets of the Game Business, Second Edition, 2005.

Managing and Growing an MMOG as a Service

John Donham (Sony Online Entertainment) Massively Multiplayer Game Development 2, 2005.

Community Management: Do's and Don'ts from Those Who've Done Them

Graham Williams, Katie Postma (Ubisoft) Massively Multiplayer Game Development 2, 2005.

Techniques for Providing Online Support for Massively Multiplayer Games

Tom Gordon (AlienPants) Massively Multiplayer Game Development 2, 2005.

Customer Support and Player Reputation: It’s All About Trust

Paul D. Sage (NCsoft Corporation) Massively Multiplayer Game Development, 2003.